Accessibility - TK Maxx Presents Depot Live at Cardiff Castle

Accessibility Statement

At TK Maxx Presents Depot Live we are committed to providing a welcoming and inclusive environment for all our attendees.

We have a dedicated accessibility team working all year round to assist customers with accessibility requirements.

Please note that our accessible facilities are unable to cater for people with temporary impairments. This is considered to be anything that affects an individual for less than 12 months such as broken bones, healing injuries or pregnant women.

Alternative Format

You can find a word document of the FAQS at the bottom of this page. 

If you require easy ready, BSL translated, audio or any further alternative formats please contact us here and our accessibility team can arrange for you.

Accessible Ticketing

How do I purchase an accessible ticket?

We want TK Maxx Presents Depot Live to be an event accessible for all.

To ensure we have the correct level of facilities we ask customers to purchase the correct type of accessible ticket on Ticketmaster.

The following options are available:

• Wheelchair
• Ambulant
• Deaf/Hard of hearing
• Essential Companion

To purchase an accessible ticket please click here

To contact us about purchasing access tickets, or to ask further questions about the process, please email [e-mail]. or visit help.ticketmaster.co.uk

If you have further questions on the accessible facilities, please visit the events help centre here or email us here - [e-mail] 

Essential companion tickets

There is an option to select a companion ticket when you are purchasing an accessible ticket. Once you have selected a companion ticket, there will be an approval process. For the approval process, you will be contacted to provide supporting documentation for validation of your request.

 If you require a companion ticket in the general admission or premium

area. Please contact Ticketmaster’s access team here to request - [e-mail].  

Accessible Documentation

 To ensure fans are receiving the correct accommodations and that Free Essential Companion tickets are going to eligible fans, you'll have three weeks to submit proof of eligibility after requesting accessible tickets. Your order may be cancelled if no supporting document is provided.

Below is a list of documents we may accept when considering allocating a complimentary ticket:

• PIP (Personal Independence Payment)
• DLA
• Letter from a medical professional, including a doctor’s note or a letter from an occupation therapist
• Carer's allowance
• A Nimbus Access Card with the +1 symbol. Visit the Access Card page for more information.
• Confirmation in writing from Social Services that the individual is included on their Deaf Register, or a letter or report from an aural specialist confirming that hearing loss has been recorded at 70 - 95 dBHL or worse
• War Pensions Mobility allowance
• Blind or partially sighted registration certificate (BD8 or CVI certificate)
• A personal letter from the GP, community nurse or social worker
• Benefit award letters
• Copy of a blue badge (we would need to see both sides)

Further information is available here

To contact us about purchasing disability access tickets, or to ask further questions about the process, please email [e-mail].

If you have further questions on the accessible facilities, please contact us here - [e-mail]

If your request for a companion ticket is not approved, the access team can advise on the procedure.

What if I need a companion ticket in the general admission or premium area?

If you require a companion ticket in the general admission or premium area. Please purchase one ticket via Ticketmaster and contact Ticketmaster’s access team here to request - [e-mail].

They will issue you a companion ticket if you have the correct accessible documentation. You can find out more on accessible documentation here.

Please note – if there is a hospitality package of the premium ticket, there may be a charge for your companion.

What is a Wheelchair ticket?

The ‘Wheelchair’ ticket is for customers who are attending in a wheelchair or mobility scooter. This ticket allows entry onto the accessible viewing platform which is a raised platform with view of the stage.

The accessible viewing platform has a limited capacity and is strictly for accessible customers plus their companions.

Customers who have purchased a wheelchair ticket are also entitled to a companion ticket. They will be contacted to provide accessible documentation for a companion ticket.

The viewing platform have ramped access, wheelchair accessible toilets, charging points and a member of staff is located on each platform to offer any help that may be needed.

What is an Ambulant ticket?

An ambulant ticket is for customers who have an accessibility requirement that require them to have access to a chair/and or quieter area to make their experience more comfortable.

Ambulant ticket holders can access the accessible viewing platform, which is a raised platform with view of the stage where chairs are provided

Customers who have purchased an ambulant ticket are also entitled to a companion ticket. They will be contacted to provide accessible documentation for a companion ticket.

What is a Deaf/Hard of Hearing tickets?

Deaf/Hard of Hearing ticket holders can access the accessible viewing platform or general admission area.

The BSL interpreter is positioned on the left side of the stage (customer view). Further details will be included in the accessibility pack.  

Additionally, Deaf/Hard of Hearing customers are entitled to a complimentary companion ticket. You will be contacted to provide the necessary accessible documentation to confirm eligibility - You can find out more on this here 

You can find out further information on the BSL interpreters tab below. 

I don’t need a wheelchair or ambulant ticket; I just need to access the accessible facilities – what do I do?

If you do not need a wheelchair, ambulant or hard of hearing ticket but have accessible requirements that would benefit from the use of the accessible facilities, such as the toilets and entrance – please contact our access team here who can explain further.

Arena Accessible Facilites

Accessible Toilets

 Accessible toilets are available at the accessible viewing platform and the main toilet blocks within the arena.

If you need to use the monitored accessible toilets in the accessible area but do not have an accessible ticket, please contact our accessibility team for further assistance - [e-mail]

For premium ticket holders, a luxury accessible trailer is also available in the premium area.

Accessible Viewing Platform

 The accessible viewing platform is available for customers with an accessible ticket.

It is raised platform located with prime view of the stage.

There are accessible toilets, and a changing unit located nearby.

This area is for customers who require a wheelchair to make their experience comfortable.

The accessible viewing platform has a limited capacity and is strictly for access customers plus 1 companion only.

There will be charging points for mobility scooters/electric wheelchairs at the viewing platform. 

 Accessible Bar Lanes

Lowered countered bars/accessible lanes are available for all accessible ticket holders and will be situated around the festival site at most bars

If a lowered bar counter is not possible, and when appropriate, a member of staff will be able to come around from the bar to take your order and assist you.

The Accessibility Map, available closer to the Festival, will indicate the locations of lowered bar counters.

Site Description 

Distances

• The closest accessible toilet is located at the bottom of the ramp to the accessible viewing platform.
• Distance from accessibility entrance to accessible platform – 170m
• Distance from platform to nearest bar and food traders – 40-60m
• There is a waterpoint available at each bar (40m from the viewing platform).

Ground Conditions

Depot Live takes place at Cardiff Castle, a greenfield site therefore is relatively flat but does have uneven terrain in parts.

The arena features grass, temporary trackway, hard standing and just over the drawbridge there is a cobblestone path running the length of the site.

You can view Cardiff Castle on Google Maps here: Cardiff Castle

Please note: Poor weather conditions can impact the terrain, potentially making some areas inaccessible for wheelchair users or customers with mobility challenges.

Accessible entrance

The Accessible entrance is via South Gate. The ground is hard standing paving stones, once inside the path leads left to the ramp to the viewing platform.

Upon arrival, you will be required to present your digital ticket, undergo a security bag check, receive an accessibility wristband, and be directed to the accessible viewing platform. Staff will be on hand to assist, and clear signage will be provided.

You can find out more on digital tickets here

Deaf/Hard of Hearing Facilities

BSL (British Sign Language)

We are pleased to offer a British Sign Language (BSL) interpreter for all Depot Live concerts.

If you require a BSL interpreter, please purchase a Deaf/Hard of Hearing ticket via Ticketmaster.  

Deaf/Hard of Hearing ticket holders can access the viewing platform or general admission area, with the BSL interpreter positioned on left the side of the stage(customer view). 

Additionally, Deaf/hard-of-hearing customers are entitled to a complimentary companion ticket. You will be contacted to provide the necessary accessible documentation to confirm eligibility - You can find out more on this here 

You can see who the interpreter is for each show in the 'Cardiff and Vale' tab here.

If you have any questions, please contact us here: [e-mail]

Hearing Loops

Hearing loops are available at the Box Office, the main bar, and the accessible platform. (The locations will be included in the accessibility pack, which will be sent to all customers prior to their arrival)

Please look for the Hearing Loop sign to locate the correct area to be in the frequency radius. Hearing aids need to be switched to the 'T' setting in order to convert the magnetic signal from the loop back into sound.

Visually Impaired Facilities

Assistance dogs

Assistant Dogs are permitted on site. If you are bringing a registered assistant dog, please do let us know in the accessible requirements form that is emailed to you by Ticket master after purchasing accessible tickets. Alternatively, please contact us here: [e-mail] 

Audio Description

If you require audio description at any of our shows, please request this by contacting us here: [e-mail]   

Customers who have requested this service will be contacted by the relevant team for an understanding of which performances they would like covered; this is not guaranteed and is subject to change.

At least 60-days’ notice is advised to ensure we can source and ensure the availability of the audio describers.

Large Print Menus

These are available at all bars.

Strobe Lighting and Special Effects

Smoke machines, strobe lights, fireworks and other effects may be in use at this event. Anyone affected by these should bear this in mind.

If you require further information for a specific performance please contact us here : [e-mail]     

Premium ticket holders Accessible Facilites

Please note:

There are no chairs available in the premium area.

There is ramp access to the platform.

Wheelchairs and mobility scooters are permitted in the premium area.

Companions

If you require a companion ticket in the premium area. Please purchase one ticket via Ticketmaster and contact Ticketmaster’s access team here to request - [e-mail].  

They will issue you a companion ticket if you have the correct accessible documentation. You can find out more on accessible documentation here.

Ground Conditions

The ground conditions are the same as the festival arena.  The site is green field therefore is relatively flat but does have uneven terrain in parts. The ground may be muddy or dusty dependant on the weather conditions. If you require further information please contact us here : [e-mail]   

Lowered Bar

There will be a lowered counter, accessible lane and signage available at the premium bar. 

Hearing Loop

There are hearing loops based in the premium bar. Please look for the Hearing Loop sign to locate the correct area to be in the frequency radius. Hearing aids need to be switched to the 'T' setting in order to convert the magnetic signal from the loop back into sound.

Large Print 

Large print menus are available at the premium bar. If you require this for any further traders, please contact us here : [e-mail]   

Luxury Accessible Toilet 

There is a luxury accessible trailer available in the premium area too for premium ticket holders.

Policies

Food and Drink

There will be various food options available at the festival.

If you need to bring your own food or non-alcoholic drinks due to a medical condition or your access requirements, please request this by contacting us here : [e-mail]   

Bag Policy

Bags larger than an A4 piece of paper are not permitted. If you require a larger bag due to medical reasons or access requirements,  please request this by contacting us here : [e-mail]   

Medication

Medication in its original packaging, with the prescription label clearly visible, or that is easily recognisable, is allowed without an approval letter.

If the medication is not easily recognisable, please contact us here and we can issue you an approval letter to bring with you on the day of the shows.

Ensure you bring only the necessary amount for the duration of the event, and keep it safe with you at all times.

Medication may be subject to screening at entry points, so please be prepared to provide any necessary documentation, such as a doctor's note, prescription, or the approval letter (printed or digital).

Temporary Impairments/Pregnancy

Please note that Depot Live accessible facilities cannot cater for people with temporary impairments such as broken bones, healing injuries and those who are pregnant. If you do have a temporary impairment or pregnant, please be aware that there will be a lot of walking to get around the festival and not many places to sit.

Customers concerned with any of these points can contact the team here [e-mail]   

Accessible Travel

Car park

There is currently no car parking available on site.

There is public parking available opposite and on North Road. You can find out more here. 

For parking spaces, you can use the MiPermit app to find car parking then display your Blue Badge to park in these for free. While Cardiff Council car parks offer free parking for badge holders, other car parks may offer disabled parking spaces but require payment.

Bus

Cardiff has many bus stops located a short walk away. For information on these stops and to see maps of routes please visit Cardiff Busses Website. 

You can find out about accessibility on buses here

Train

The closest train stations to the festival are Cardiff Central and Cardiff Queen Street station.

Cardiff Central Train Station is 0.5miles (approx 15 minutes walk)

Cardiff Queen Street Train Station is 0.8 miles (approx 18 minutes walk)

You can find out about accessibility on our trains here

Contact us 

For access ticketing queries please visit help.ticketmaster.co.uk or contact Ticketmaster access team here -  [e-mail].

For other access enquires please visit the events help centre here or please email

[e-mail]

If you require a call back, please do leave your phone number with a message in the box below and a member of the team will call you back.

Find out more here